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IBM Information Management Front End Tools and Processes Sample Questions:

1. Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?

A) Increase the AQS set level up to 6.
B) Contact BE by phone or using Sametime chat.
C) Fill in the "NEXT QUEUE" field with the FE feedback queue.
D) E-mail BE notifying them of the upcoming customer PMR.

2. A FrontEnd engineer has been waiting to receive documentation from a customer regarding their open PMR. Which service given code is used once the documentation has been received?

A) 99
B) W9
C) 39
D) R9

3. Which version of VMWare can be installed on your local Windows machine?

A) VMWare Thinkpad
B) VMWare Server
C) VMWare Database
D) VMWare Client

4. What is the purpose of the Service Given Days measurement?

A) It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
B) It is the amount of time from CE to the service given code put at the first contact with customer.
C) It is the number of days from CE to the last final service given code on PMRs.
D) It is the number of days from CE to the non-definitive last service given code on PMRs.

Solutions: